Open help desk tickets using the appropriate tracking software. Log all incoming Help Desk requests and steps taken towards resolution. Document and complete detailed service requests on the system

Manage problem recognition, research, isolation, resolution and follow-up on all Help desk tickets/requests. Escalate problems or issues as needed to Field Service Technicians

Respond and resolve basic end-user requests in the areas of software, hardware, networking and telecommunications immediately before dispatching or escalating unresolved issues to Field Support Stall or Technical Support Staff

Manage service tickets by tracking service calls from initiation through to completion, ensuring that all service tickets have been closed on the system when all calls have been completed and that the client is satisfied